Customer Service Representative

What Youll Do:

Customer Account Administration

• Communicates with customers via email and/or telephone in a timely and efficient manner
• Manage large number of email correspondence
• Build strong customer relationships through interactive communications
• Identifies and corrects deficiencies with customer orders
• Analyzes daily/weekly/monthly queries and reports related to customer accounts
• Cross departmental communications

Order Processing

• Enters standard business orders by receiving order via email/telephone
• Handles special customer-specific documentation needs
• Reviews orders for errors

Order Issue(s) Resolutions

• Analyze issues with orders using Order User Hold Report
• Resolves issues by communicating with other departments regarding customer needs
• Revise orders when needed
• Releases resolved orders
• Follow and create Return Material Authorization(s) guidelines
• Handle complaints, provide appropriate solutions and alternatives within expected timeline

Order Coordination

• Plant and Distribution Center Daily Product shortage report
• Resolving product and service issues
• Recommend potential replacement product for customer orders
• Delivery and freight rate coordination with supply chain
• Communication(s) with Sales team on revised orders

Special Projects

• Creates/maintains reports and spreadsheets as requested
• Involvement with Peak Performance team(s) as requested
• Trains new hires as requested

Qualifications

Education & Experience

• High School Diploma
• 1 year working with public (pre customer service or food service)
• Familiar with Supply Chain, Logistics and/or Distribution

Knowledge, Skills, & Abilities

• Computer skills - Microsoft Windows, MS Office (prevalent in Excel and Outlook)
• Computer entry experience valuable, but not required
• Detail and Process Oriented
• Team Player with a Positive attitude
• Ability to multi-task, prioritize and manage time effectively
• Proactive
• Adaptability
• Sense of Urgency
• Professionalism
• Strong follow-up and communication skills

Physical Requirements & Working Conditions

To perform this job successfully, the physical demands listed are representative of those that must be met by an employee. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job:

• The employee must be able to remain in a stationary position 50% of the time whether that be sitting or standing
• The employee must be able to use fingers to constantly operate a computer or other type of office equipment
• The employee in this position must be able to regularly walk
• The employees must be able to use hands to handle and feel
• The employee must be able to reach with both hands and arms
• The employee must be able to visually detect, perceive, or recognize in near and far distances
• The employee must be able to converse or convey with other individuals
• The employee may occasionally be required to crouch
• The employee may occasionally lift/carry items as heavy as 25 pounds